Sr Staff Product Manager – AI Monetization (Pricing & Packaging)

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. The Sr Staff Product Manager drives strategic alignment across ServiceNow's product portfolio by partnering directly with customers, synthesizing insights into product and packaging strategy, and influencing roadmap and pricing decisions across independent product organizations.  You bridge customer insights, technical product management, and commercial strategy —connecting customer success teams, BU product organizations, Pricing Strategy, and platform engineering. The focus: understand adoption blockers, translate them into product direction and pricing/packaging decisions, and ensure customer feedback shapes AI adoption.  What You’ll Own: Pricing Strategy & Packaging   Partner with Pricing Strategy and BU product organizations to shape AI pricing, packaging, and positioning through customer research and cross-BU alignment.  Influence packaging strategy by translating customer insights into recommendations and go-to-market positioning  Drive cross-BU alignment on how AI Platform products bundle within the broader portfolio—identifying opportunities for bundling, upsell, and consumption-based model innovation  Stress-test packaging models against customer feedback, adoption barriers, and competitive dynamics to ensure pricing decisions don't inhibit adoption  Create customer narratives that justify commercial model choices and support pricing/packaging decisions  Voice of the Customer   Be the voice-of-customer for AI Platform products, translating adoption barriers and feedback into platform roadmap and strategy.  Establish structured customer feedback loops with account teams, CSMs, and advisory boards to surface adoption blockers, and feature gaps across AI Control Tower, Workflow Data Fabric, Action Fabric and more  Conduct customer research on product strategies, packaging models, and platform simplification—translating pain points into product requirements and roadmap   Synthesize insights into market narratives that inform product direction, and go-to-market positioning  Drive adoption by unblocking tactical product issues with CSMs and positioning the AI Platform as the strategic choice for enterprise AI governance  Measure impact as features and pricing changes ship—gathering feedback to validate assumptions and inform iteration  Required   12+ years of product/program management in technically complex environments; 5+ years driving customer-centric product strategy at enterprise SaaS / platform level  Deep customer engagement expertise—proven track record conducting research, managing advisory programs, and synthesizing insights into product strategy and go-to-market positioning  Technical fluency in AI/ML—ability to understand AI capabilities, infrastructure requirements, and platform architecture without heavy SME support  Pricing and packaging strategy experience—familiarity with SaaS packaging models, consumption-based pricing, bundling, and commercial model impact on adoption  Demonstrated ability to drive alignment without authority—influencing across independent teams with competing priorities and misaligned incentives  Strategic communication—ability to translate technical complexity and customer needs into compelling narratives for executives and stakeholders  Cross-functional program coordination—managing dependencies and delivery across organizations with independent release cycles  Track record of driving adoption and usage growth—measurable impact on adoption metrics, expansion, or consumption  Preferred   AI/ML product strategy or adoption experience—working with enterprise customers on AI adoption, governance and operationalization  Platform or ecosystem product management—managing products requiring cross-org influence  Consumption-based business models—understanding metering, usage aggregation, and consumption-based pricing  SaaS pricing strategy and commercial model innovation with demonstrated packaging decision impact  Voice of the customer, Customer advisory boards or structured customer research programs  B2B enterprise software background, particularly platform or infrastructure-heavy contexts  Why This Role matters   This role centralizes customer voice across distributed product organizations and uses it to shape both product direction and commercial strategy. As a Product Manager within Central Product Management, you have a unique opportunity to drive cross-portfolio product strategy, pricing, packaging, and customer adoption initiatives that align multiple business units around a unified customer experience. You can serve as the bridge between customers, product teams, platform teams, engineering, GTM, and commercial functions, translating customer needs and market insights into scalable platform strategies that accelerate adoption, revenue growth, and business outcomes for ServiceNow.  FD21 For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible s